account closure of the RCS group card

i have been trying to close my account since the 7th of November 2012. My account has a credit on it and was advised to send an email to ********** which I did numerous times and my email is conveniently not received when I called the call centre again I was given the payments email address and when I called to find out if the documents requested have been received I was advised that they cant find my emails. All I want is to close the account but it seems impossible at this stage , service is poor and pathetic , i paid up the account and asked for closure but its a problem ,